Resume

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Aaron J. Andrews

📍 Antioch, CA✉️ aaronandrews.j@gmail.com🔗 https://linkedin.com/in/ajandrews51

Results-driven technical support and operations expert with experience in managing teams, training staff, and streamlining processes to improve efficiency and customer satisfaction. Proven ability to handle a variety of technical tasks, including troubleshooting, infrastructure support, and maintaining service level agreements under high-pressure environments. Adept at fostering collaborative, self-sufficient teams and mentoring supervisors into leadership roles. Strong background in project management, profit and loss oversight, and process improvement, with certifications in cybersecurity, cloud services, and IT operations.

Skills

AWSTrainingTroubleshootingCybersecurityProject ManagementWindows 10/11Data ProtectionData SecurityCommunicationCustomer SupportNetwork SecurityC#Technical supportCollaborationIncident ResponseProblem SolvingCustomer ServiceInformation SecurityAccess Control

Experience

Support Engineer — IBM Streamsets
đź“Ť San Jose, CA
02/2025 - Present
  • Provided advanced technical support for StreamSets pipeline design, configuration, and troubleshooting across diverse enterprise data sources and sinks.
  • Resolved complex issues involving JVM tuning, authentication (Azure Key Vault, HashiCorp Vault, OAuth), credential stores, and SCIM/SSO provisioning.
  • Assisted customers with installation, upgrade, and integration challenges involving Hadoop, Kafka, MongoDB, Salesforce, and cloud platforms (Azure, AWS).
  • Collaborated with engineering teams to reproduce bugs, develop fixes, and implement feature enhancements.
  • Supported secure networking setups including SSL/TLS configuration, reverse proxy (Nginx), and Linux container environments (LXC, Docker).
  • Delivered timely communication and status updates to customers, ensuring clear understanding and satisfaction throughout the support lifecycle.
Technical Support Specialist — H & R Block
đź“Ť Kansas City, MO
04/2023 - 02/2025
  • Recognized in the “Operations All-Star Program” multiple times, including June and October 2023, as well as January, February, and September 2024, for performance excellence among 50 agents.
  • Assisted in training 25 seasonal new hires through two-week training classes in windows 10/11 troubleshooting, software trouble shooting and salesforce procedures, reducing case processing time by 12%, with 2 hires successfully transitioning into full-time roles to fill open positions.
  • Averaged 8 cases per hour 43% above expected performance while assisting in escalation support rooms, providing agents with approval to escalate to the next tier of support. Handled a variety of cases, including application support, network support, and infrastructure support.
  • Assisted in maintaining sub-15-minute response times with high accuracy for Mission Critical cases, Field Escalations, Depot, and Dispatch queues, improving internal customer satisfaction and reducing overall Mission
Critical case handling time. — - Assisted with reviewing cases on salesforce to ensure accuracy, completeness, and adherence to stricter requirements
  • verifying necessary information before approving escalation to higher-tier agents for resolution.
  • Assisted with 3 special projects, including maintaining server drives and performance, installing third-party software, troubleshooting issues, and ensuring secure data transfer and retention. Contributed to creating 1 SOP for dispatch team members, supporting a smooth transition of the process to a new department.
Field Support Technician — H & R Block
đź“Ť Antioch, CA
03/2022 -04/2023
  • Successfully maintained the setup of 15-25 offices within a three-month span, achieving 100% completion by the goal date.
  • Met service level agreements, including completing office visits within a maximum of three days.
  • Maintained a 100% attendance rate for both field service days and phone technical support shifts utilizing salesforce and cxone to complete shift duties as well as teamwherx and mCommet.
  • Assisted neighboring regions with office setup and maintenance, enhancing service efficiency and ensuring faster support for regional offices.
Executive Chef — Greek House Chefs
đź“Ť Berkeley, CA
03/2021 -10/2021
  • Designed weekly menus for sorority houses, balancing nutritional value with preferences and dietary restrictions, including allergy considerations.
  • Executed daily lunch and dinner service for two sorority houses and one fraternity house, serving a total of 70 students, while adhering to scheduled mealtimes.
  • Efficiently managed time between food ordering, cleaning, cooking, and meetings with house leadership to ensure smooth daily operations and high-quality service.
General Manager — Round Table Pizza
đź“Ť Bay Point, CA
02/2020 -03/2021
  • Managed a location with 7-15 staff members, overseeing daily operations while working alongside the team to ensure smooth execution.
  • Trained staff and developed supervisors into management roles for other locations by teaching them how to mentor others, fostering independence, growth, and self-reliance.
  • Maintained profit and loss for $1 million in revenue within 5% of the goal by empowering staff, removing operational roadblocks, and enabling performance improvement.
  • Fostered a team-driven, collaborative culture where members supported each other while maintaining self- sufficiency.

Education

M.S. in Cybersecurity, Information Assurance — Western Governors University
03/2026
B.S. in Software Engineering — Western Governors University
06/2024

Certifications

CompTIA Security+
CompTIA
XN2L5LLZMMFQQ1CC • February 2028
CompTIA Project+
CompTIA
N48WDZHZBEBQ1GS3
AWS Cloud Practitioner
Amazon Web Services
lc2f6b329823428da7lec9cbded68fU5 • May, 2027
ITIL Foundations
Axelos
GR67 l 624296AA • February 2028
CompTIA A+
CompTIA
G423V1KPWDB11NGM • February 2028
Certified in Cybersecurity
ISC2
2187093 • September, 2027
CompTIA CySa+
CompTIA
L0BXYVMYY24QQHKQ • February 2028